Desktop Support Specialist

24 hours ago


Emporia, Kansas, United States First Brands Group, LLC Full time
Job Summary:

The Desktop Support Specialist will work in a team environment to provide in-depth procedural and technical computer end-user support with the highest level of customer satisfaction. The Desktop Support Specialist will support and maintain First Brands Group computer systems, desktops, and peripherals.

Key Responsibilities:
  • Hardware and Software Support: Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed.
  • System Installation and Maintenance: Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
  • Customized Configurations: Construct, install, and test customized configurations based on various platforms and operating systems.
  • Collaboration and Communication: Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment. Ensure that desktop and network connections are in proper working order.
  • Problem Resolution: Prepare tests and applications for monitoring desktop performance, then provide performance statistics and reports. Liaise with third-party support and PC equipment vendors.
  • Incident Management: Properly escalate and communicate computer issues in a timely fashion with co-workers, internal analysts, and external vendors to research problems and find solutions.
  • Team Support: Assist other IT Field Techs and cross-functional teams in the resolution of IT related issues for all supported platforms.
  • Documentation and Reporting: Create incident tickets to document issues and route tickets to appropriate support group for processing.
  • Active Directory and Email Support: Assist in Active Directory and email account creation and maintenance.
Requirements:
  • Education and Experience: Associate degree and/or trade school certification from an accredited education institution in Computer technology, Information Systems or related degree program preferred, or the equivalent work experience.
  • IT Experience: Minimum of 2-3 years IT experience in service desk/technician function.
  • Technical Skills: Experience working with people across different geographies, including remote workers. Knowledge and experience with Microsoft Technologies (OS, applications, and operational tools). Knowledge and experience with virtualization technologies (VMware and Citrix preferred). Knowledge and experience with troubleshooting hardware and software. Knowledge and experience with ITIL standards.
  • Soft Skills: Independent, highly motivated, skilled in multi-tasking, and strong communication skills (presentation, written and verbal). Must be organized, self-motivated, fast paced, able to adapt to change quickly and able to respond to customer's needs quickly or find the right person to do so.


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